Service charter
Our commitment is a SERVICE COMMITMENT, as clear as water.
Providing you with the highest quality service is our primary motivation. Therefore, this service charter from ACOSOL (the Water Supply and Sanitation Company of the Association of Municipalities of the Western Costa del Sol) aims to achieve the following objectives:
- To continuously improve water supply and sanitation services across the municipalities we serve.
- To provide you with the necessary information and resources to encourage your engagement in enhancing this service.
Effectively serving the interests of municipal residents must be a priority for public utilities, responding to society’s needs through a culture of collaborative work and operational and functional coordination. In our case, our priority is the municipalities of the Western Costa del Sol we serve.
Your rights
As a user of ACOSOL, youhave the right to:
- Accessing high-quality services.
- To be treated with the utmost courtesy, respect, and professionalism at all times.
- To receive clear, accurate, and timely information.
- To lodge complaints and submit suggestions regarding the services provided by ACOSOL.
- To obtain information regarding your supply contract, water meter, and any other services provided by the company.
- To receive prompt and personalized attention.
- To have access to safe drinking water that meets all regulatory requirements.
- To have access to a reliable and uninterrupted drinking water supply, subject to the terms of your contract.
- To ensure that metering equipment is read at least quarterly
- To receive billings on a maximum quarterly basis, pursuant to applicable regulations.
- To enter into a written contract stipulating the core terms and conditions of supply.
Our commitments to Quality of Service
Our commitment to providing excellent public water and sanitation services is reflected in the following service commitments:
- To maintain in-person customer service offices across all municipalities served by ACOSOL.
- To maintain an average overall satisfaction score of at least 7 out of 10 for the services provided by ACOSOL.
- To respond to official Junta de Andalucía complaint forms within 10 working days of receipt in at least 80% of cases.
- To promptly address complaints submitted by customers or their representative consumer organizations.
- To have the reading equipment installed and activate the water supply within a maximum of 3 business days from contract formalization, in at least 95% of cases.
- To alert customers to any unusual consumption patterns relative to their baseline usage within 7 working days of meter reading validation by ACOSOL..
- Where an underground or hidden internal leak causes excessive water usage, customers may apply for a sanitation rate reduction, subject to compliance with the criteria defined in current regulations.
- Our customers and users can manage standard service requests 24/7/365 through several channels: our Online Services Portal, Corporate Website, or via our emergency line at 952 77 31 89.
Our Customer Service Hotline is available at 952 93 20 20, Monday through Friday, from 9:00 AM to 6:00 PM.
